Getting the run around

What an unpleasant experience having to deal with Absa regarding an insurance claim. The geyser burst last week Monday and called Absa. Digital assessing was assigned and on Tuesday instead of them calling, my mom had to call them. They were apparently short staffed. They came the next day, before even greeting properly they asked for the money upfront. My parents also have claims for other items that were damaged and have just been given the run around by Absa. If you not holding for more than 10 minutes then you get to speak to unprofessional people such as Joseph who my mom spoke to last. Will they actually be able to put in a claim some time or another, or maybe when it suits you please let us know, but also take into consideration that you receive money from them on a monthly basis. Please contact my mom on the following number ***